Donor Care Officer

4 weeks ago

Manchester, United Kingdom READ Foundation Full time
About the Role

We are seeking a highly skilled and motivated Donor Care Officer to join our team at READ Foundation. As a key member of our Donor Care department, you will play a critical role in driving customer service excellence and income generation, ensuring the organisation's continued success and growth.

Key Responsibilities
  • Conduct proactive outreach to donors to maximise income generation.
  • Showcase in-depth knowledge of READ's projects and services to inform and engage donors.
  • Effectively handle incoming calls and address donor inquiries.
  • Proficiently process a variety of donations (credit cards, direct debits, bank transfers, etc.).
  • Maintain the accuracy and currency of the fundraising database.
  • Oversee donation processing systems, including form scanning, allocation, acknowledgement, and recordkeeping.
  • Ensure strict adherence to GDPR regulations, promptly responding to donor preferences across communication channels.
  • Facilitate communication with donors on various topics, such as missed donations, renewals, and pledges via multiple communication methods.
  • Maintain and update real-time event donation tracking spreadsheets.
  • Expertly manage communication, including information requests, complaints, and general inquiries.
  • Adhere to IOF codes of conduct and Gift Aid rules meticulously.
  • Precisely input new donor data and update records as needed.
  • Skilfully resolve donor complaints and issues.
  • Positively contribute to team morale through approachability, sociability, and a strong work ethic.
  • Assist with departmental Customer Service teams such as Pledges, Orphan Sponsorship Renewals and failed payments when required.
  • Volunteer to support the charity's fundraising events by assisting donors, handling PDQ donations, distributing and collecting pledge forms, and helping with event logistics.
  • Provide support with administrative tasks across various departments, and potentially contribute to cleaning and logistical responsibilities as needed.
About READ Foundation

READ Foundation is a UK-based registered charity working to provide access to quality education to vulnerable children in our regions of work. We create opportunities for orphan and needy children to go to school, gain an education and build a better life for themselves. We currently focus on constructing new schools, providing sponsorship for orphans and are now expanding our educational portfolio to reflect the large humanitarian and development needs ongoing throughout the world.

Requirements
  • Hold A-level or equivalent qualifications, with a minimum of a B grade in English at GCSE/A level.
  • Fluent in English, with excellent verbal and written communication skills.
  • Proficiency in multiple languages, including English, Urdu, and Punjabi.
  • Strong familiarity with database operations and reporting tools.
  • Advanced proficiency in Excel, including data analysis, formulas, and reporting.
  • Proficient in Microsoft Office software.
  • Minimum of 1 year of experience in a charity or customer service environment, particularly in a contact centre role with proven expertise in handling both inbound and outbound calls.
  • At least 1 year of experience using a CRM system, with demonstrated proficiency. Strong knowledge and competency in Salesforce is highly desirable.
  • Experience in accurate data entry and effectively managing multiple tasks while prioritizing complex workloads.
  • Experience in a multidisciplinary role, demonstrating adaptability and collaboration.
  • Skilled in engaging with stakeholders from diverse backgrounds.
  • Passion for and knowledge of the international development sector.
What We Offer

We offer a fun, energetic, and lively atmosphere, with opportunities to engage in congregational prayers and foster a sense of community spirit. You will receive thorough training, including Zakat sessions led by a well-respected Sheikh, and enjoy uplifting daily spiritual reminders. You will also benefit from flexible working hours to accommodate your schedule during Ramadan, and experience the joy of iftar provided on late shifts, creating a shared and supportive atmosphere.

We are committed to providing ongoing training and support, ensuring personal and professional growth. If you are a motivated and skilled individual who is passionate about making a difference, we encourage you to apply for this exciting opportunity.

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